A look at how the Atlantic County Utilities Authority has engaged with its community, and how they have structured their communications function in order to maximize their outreach efforts.

1. CommunicationsCommunications
Strategies andStrategies and
Connecting withConnecting with
CustomersCustomers
Committed to environmental quality

2. Committed to environmental quality
The Atlantic County Utilities Authority is a public
agency that provides environmental and waste
management services to the people of Atlantic
County and southern New Jersey.
The ACUA operates both Wastewater and Solid
Waste Management Systems.
Who we are:
$60 million in annual revenue
200 employees
Full service regional wastewater
treatment facility, trash & recycling
collection, landfill, composting,
recycling center, and transfer station.

3. Committed to environmental quality
ACUA’s NewsletterACUA’s Newsletter

4. Each edition is posted onlineEach edition is posted online
as a flippable PDFas a flippable PDF
Committed to environmental quality

5. ToursTours
Committed to environmental quality

6. Committed to environmental quality
ParadesParades

7. Committed to environmental quality
SchoolsSchools

8. Welcoming visitorsWelcoming visitors
Committed to environmental quality

9. Committed to environmental quality
Celebrating Major MilestonesCelebrating Major Milestones

10. Committed to environmental quality
Community EventsCommunity Events

11. Committed to environmental quality
EcoSoil for Community GardensEcoSoil for Community Gardens

12. Earth DayEarth Day

13. Committed to environmental quality
Community SponsorshipsCommunity Sponsorships

14. Community SponsorshipsCommunity Sponsorships

15. Annual Budget MeetingsAnnual Budget Meetings
with Municipalitieswith Municipalities
Committed to environmental quality

16. Press ReleasesPress Releases
Committed to environmental quality

17. CollectionCollection
ReminderReminder
AppApp
Committed to environmental quality

18. Website andWebsite and
Social MediaSocial Media
Social media
outreach
Live Chat feature
on acua.com

19. Committed to environmental quality
Customers can report
missed collections,
request a recycling
bucket, or communicate
other concerns using
SeeClickFix

20. ACUA uses a sophisticated automatedACUA uses a sophisticated automated
call distribution (ACD)system to enhancecall distribution (ACD)system to enhance
customer servicecustomer service
Committed to environmental quality
• Over a dozen employees
are trained to handle
incoming calls and answer
questions along with other
job duties
• When customers call, a live
person answers
• Trained employees provide
fast, personalized service
Total calls
handled by
ACUA’s ACD
team in 2014:
33,465

21. Richard S. Dovey
Atlantic County Utilities Authority
609-272-6950
rdovey@acua.com
Committed to environmental quality